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Customer Reference Program Manager Resume Example

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CUSTOMER REFERENCE PROGRAM MANAGER
Summary

Senior customer reference program manager focused on cultivating client relationships for the purpose of strengthening their engagement in order to develop advocates for the company and solutions, consequently boosting sales and brand awareness.


Self-managed, quick learner that adapts well in a challenging environment and keeps projects on track. Strong contributor in a team environment, with a demonstrated ability to interact with IT professionals and C-level executives. 

Highlights
  • Customer engagement
  • Stakeholder relations
  • B2B customer programs
  • High tech industry focus
  • Problem solving
  • Skilled negotiator
  • Event planning & execution
  • Detail oriented, results driven
  • Effective communicator
  • Leadership
Experience
Customer Reference Program ManagerNov 2010 to Current
Infor Global Solutions － New York City, NY
  • Manage global customer reference program for Manufacturing, Public Sector and Healthcare industries
  • Secure and prepare approximately 400 reference participants each year for sales needs, public relations opportunities, analyst/media interviews, and speaking engagements
  • Recruit/onboard customers to scale reference pipeline to support initiatives for corporate marketing, global campaigns, field marketing, industry strategy teams, product management, customer programs, public relations, analyst relations, and sales
  • Directly impact approximately $55M in sales annually
  • Effectively train sales teams on the identification of customer references and how to leverage advocates and their collateral to shorten the sales cycle
  • Partner with internal teams to develop compelling and strategic reference assets: customer profiles, customer slides, customer videos, webcasts, and podcasts
Director, Public RelationsMar 2007 to May 2009
Marketing International － Dracut, MA
  • Managed the communication of marketing messages to defined target audiences for multiple high tech clients
  • Wrote and distributed press releases and case studies; promoted news stories through print, online and broadcast media
  • Developed lead generation programs with trade associations and industry publications through newsletter sponsorships, trade show promotions and webcasts
Account RepresentativeSep 2005 to Mar 2007
Adventures in Advertising － Eliot, ME
  • Promoted, marketed and sold custom imprinted marketing solutions.
  • Assisted clients with developing marketing programs and campaigns.
  • Generated $75k in new client sales in the first nine months.
Sr. Manager, Sales IntelligenceJan 2004 to Jan 2005
Infor Global Solutions, formerly Lilly Software Associates － Hampton, NH
  • Gathered and disseminated competitive intelligence. Analyzed win/loss data and formulated strategic counter-actions for sales teams.
  • Provided sales analysis and support tools to worldwide channel partners, improving sales performance and increasing revenues.
  • Established and managed an in-house reference management system serving global sales teams.
  • Secured customer contacts for public relations, field marketing projects and sales. Delivered reference program metrics to management.
  • Managed the production of responses to sales RFIs and coordinated corporate site visits.
Manager, Corporate CommunicationsJan 1999 to Jan 2004
Lilly Software Associates － Hampton, NH
  • Increased corporate visibility and improved corporate/product branding through public relations and advertising.
  • Expanded press relations, increasing the company's editorial placements by 150%.
  • Managed $1M annual budget for media buys, including broadcast, print and digital.
  • Supervised analyst relations including research inquiries and corporate presentations.
  • Coordinated press release pipeline, editing and distribution to wire and trade publications.
  • Directed the strategic planning and re-design of corporate web site and customer portal.
Education
Bachelor of Science, Hotel AdministrationWhittemore School of Business, University of New Hampshire － Durham, NH
Related Volunteer Work

Board Member, Marshwood Education Foundation 2009-2014

  • Chair, Public Relations Committee 2011-2014

Technical Skills
  • Microsoft Office: Word, Excel, PowerPoint
  • Database Management: Boulder Logic, Salesforce.com
  • Industry Tools and Reporting: Cognos, TechValidate
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Resume Overview

Companies Worked For:

  • Infor Global Solutions
  • Marketing International
  • Adventures in Advertising
  • Infor Global Solutions, formerly Lilly Software Associates
  • Lilly Software Associates

School Attended

  • Whittemore School of Business, University of New Hampshire

Job Titles Held:

  • Customer Reference Program Manager
  • Director, Public Relations
  • Account Representative
  • Sr. Manager, Sales Intelligence
  • Manager, Corporate Communications

Degrees

  • Bachelor of Science , Hotel Administration

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